Flylib.com
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93
Authors:
Anthony Tardugno
,
Thomas DiPasquale
,
Robert Matthews
BUY ON AMAZON
Starting Page
Table of Content
Front Matter
List of Figures
List of Tables
About the Authors
Preface
Who Should Read This Book?
Acknowledgments
Chapter 1. Introduction
1.1 Background
1.2 Sourcing from WithinWhy Insource?
1.3 Planning for Success
Chapter 2. Getting Started
2.1 Writing the Job TicketThe Ask
2.2 Forming
2.3 Charting the Approach
Chapter 3. Establishing and Managing CoalitionsGaining Buy-In
3.1 Establish Management Buy-In Early
3.2 Establish Customer Buy-In Early
3.3 Establish Supplier Coalitions
3.4 Establish an Information Network
3.5 Identify and Understand Risk
Chapter 4. Business Linkage
4.1 Understanding the Company Mission
4.2 Services in a Traditional Business Framework
4.3 Object-Oriented Service Delivery Framework
4.4 Balancing the Services
4.5 Services Linkages
Chapter 5. Marketing and Communications
5.1 Marketing 101
5.2 Communicate Early and OftenWho,What, When, Where, How
5.3 DefineCommunicate the Metrics UpfrontQuality, Cost, Delivery, Value
5.4 UnderstandIdentify and Communicate Risk
5.5 Explain Roles and Responsibilities
Chapter 6. Taking a Customer Approach
6.1 Understanding Your Customers Requirements
6.2 Developing the Service Model
6.3 One-Stop ShoppingSeamless Delivery
6.4 Customer Satisfaction
Chapter 7. Processes and Procedures
7.1 Introduction
7.2 Customer Communication
7.3 Internal Communication Processes and Procedures
7.4 Change Control Process
Chapter 8. Structuring for Success
8.1 Introduction
8.2 Structuring the Organization
Chapter 9. Resource and Cost Model
9.1 Introduction
9.2 Resource Model
9.3 Estimating Server Units
9.4 Resource Spreadsheet
9.5 Cost Management
9.6 Ongoing DB Monitoring and Maintenance
9.7 Application Server Support
9.8 Cost Model
Chapter 10. Benchmarking
10.1 Why Benchmark?
10.2 Establishing a Company Profile
10.3 Identifying Target Companies
10.4 Developing Your Questionnaire
10.5 Analyzing the Benchmark Data
10.6 Implementation
Chapter 11. Measuring Success
11.1 Defining Success
11.2 Ensuring Success
11.3 Metrics
11.4 When Have You Reached Success?
Chapter 12. Lessons LearnedKey Messages
12.1 Overview
12.2 Processes
12.3 People
12.4 Communication
12.5 Technology
Chapter 13. Frequently Asked Questions (FAQ)
Appendix A. Job Descriptions
A.1 Account Manager
A.2 Oracle System Administrator (OSA)
A.3 System Administrator (SA)
A.4 Database Administrator (DBA)
A.5 Network Specialist (NS)
A.6 Operational Manager (Ops Mgr)
A.7 Customer Services Manager (CS Mgr)
Appendix B. Sample Service Level Agreement
Section I: System Availability
Section II: Problem Management
Section III: Support Services
Attachment B: Problem Severity Definitions
Attachment C: Problem Resolution Control
Attachment D: Status Call Contacts
Attachment E: Escalation Contacts
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93
Authors:
Anthony Tardugno
,
Thomas DiPasquale
,
Robert Matthews
BUY ON AMAZON
Qshell for iSeries
Archives and Compression
Grep
C and C++ Development Tools
Appendix A Summary of Changes by Release
Appendix C Qshell and CL Commands for the IFS
OpenSSH: A Survival Guide for Secure Shell Handling (Version 1.0)
Step 2.1 Use the OpenSSH Tool Suite to Replace Clear-Text Programs
Step 4.1 Authentication with Public Keys
Step 4.5 How to use OpenSSH Passphrase Agents
Step 6.1 Port Forwarding
Step 6.2 Using Port Forwarding Within PuTTY to Read Your E-mail Securely
Java How to Program (6th Edition) (How to Program (Deitel))
Introduction
Image Maps
Using Menus with Frames
Exercises
Introduction
Cisco CallManager Fundamentals (2nd Edition)
Architecture and Functionality of the Media Control Layer
Hints on Processing CDR Data
Troubleshooting CDR Data Generation and Storage
Appendix C. Protocol Details
SIP Signaling
Wireless Hacks: Tips & Tools for Building, Extending, and Securing Your Network
Hack 8. Remote Control Mac OS X with Bluetooth Phones and PDAs
Hack 9. Remote Control Linux with a Bluetooth Phone
Hacks 2339: Introduction
Hack 24. Discover Networks with NetStumbler
Hack 29. Detect Networks with Kismet
Java Concurrency in Practice
Publication and Escape
Blocking Queues and the Producer-consumer Pattern
Executing Tasks in Threads
Summary
Read-write Locks
flylib.com © 2008-2017.
If you may any questions please contact us: flylib@qtcs.net
Privacy policy
This website uses cookies. Click
here
to find out more.
Accept cookies